SmarterTrack

What is SmarterTrack?

SmarterTrack is a help desk from SmarterTools. It converts email into tickets, routes them with custom events, and adds live chat, call logging and tasks. A knowledge base, community forum, news and customer portal cover self-service. More than 70 reports cover analytics. An iOS and Android app gives agents tickets, chats, tasks and call logs.

Who is it for?

SmarterTools sells it to businesses, web hosting companies and ISPs that want to own their customer data on their own servers. It fits teams with an IT person who can install and update it. Teams that want a vendor-hosted tool with many app integrations should look elsewhere.

Pricing

• Professional (on-premises): 2 agents $400, 5 agents $650, 10 agents $1,200.
• Enterprise (on-premises): 5 agents $900, 10 agents $1,400, 25 agents $2,600, 50 agents $4,100, 100 agents $5,400, 200 agents $6,700. 300 or more agents: contact sales.
• Hosted Enterprise: $20 per agent per month, includes the Communicator softphone and technical support.
• Add-ons: Communicator softphone $149 flat; failover options $200–$300 per tier.

Prices checked on 6 October 2026.

Strengths

• Self-hosted option. Data stays on your own local or cloud servers.
• Many channels in one tool. Tickets, live chat, call logs and tasks sit together.
• Built-in SIP softphone. SmarterTrack Communicator is SIP-compliant.
• Reporting. More than 70 reports.
• Hosted version available for teams that do not want to run a server.

What to consider

• Multi-brand support, satisfaction surveys and single sign-on are only in Enterprise.
• Failover costs $200–$300 extra per tier.
• The pages list few third-party integrations by name.
• The site does not state what updates and support the on-premises price includes.

Bottom line

Shortlist SmarterTrack if you want a help desk on your own server with chat and call logging, or a $20-per-agent hosted option. Ask what the license price covers in updates and support before you commit.